Measurement Techniques: Analysis to identify Emotions

What is the experience you are trying to deliver? Once defined, measuring your existing experience is essential to building upon it. In addition, there are many other measures that need to be defined as part of any customer experience program.

Our third book, “The DNA of Customer Experience: How Emotions Drive Value,” was the culmination of more than 18 months of groundbreaking research with London Business School. Our findings provide the basis of the Emotional Signature® technique. To build a truly differentiated customer experience, it’s necessary to go beyond traditional measures of customer “satisfaction” and Net Promoter Score.

Emotional Signature®	Net Promoter Score	The Pyramid
A technique identifies emotions that drive and destroy value in a customer experience.	A customer loyalty metric developed by Satmetrix that helps to identify how many of your customers are promoters, how many are passives, and how many are detractors.	A measurement model that enables you to articulate the critical concepts, measures and initiatives of customer experience.